Amazon India — Amazon India Not providing Invoice with IMEI number on it

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New Delhi, Delhi

Myself Kapil Sharma, ordered a Redmi2(white) on 8th April 2015 ORDER #[protected]. I received the phone on time, but IMEI number was not mentioned on invoice. On 17th July 2015 my phone stopped working then i contacted MI customer service center in Delhi, they asked me to provide Invoice with IMEI number on it. As i didn't have the invoice with IMEI number so i contacted Amazon on 29th April 2015 they told me that i will get in 24-48 hours max. but i didn't get the invoice in said time frame, then i again contacted the Amazon, they said this time to wait for 24 hours. I waited & again didn't get the invoice, I again contacted Amazon, they said anyhow i will get the invoice in 48 hours. Same again i didn't get the invoice and again contacted amazon, they said you will get the same in 24 hours. same story again i didn't receive anything so i contacted again & asked them to send the invoice they told issue is escalated & you will get the invoice in 48 hours. Please be noted my phone is not working since 18th July 2015 & Amazon is unable to provide the Invoice with IMEI number since 29th July 2015. Kindly file a complaint & help me to get the invoice with IMEI number so that i could get repaired my phone. Chat with amazon executive are attached. 29th July 2015 Here's a copy of the chat transcript you requested: Initial Question: I have ordered Redmi2 on April 10, 2015 That got some problem today But invoice i got for the same is without IMEI number of phone.and as per Customer Care of MI they need invoice with IMEI number printed on it kindly help 04:38 PM IST Nagaraj(Amazon): Hi Kapil. Welcome to Amazon. My name is Nagaraj. 04:39 PM IST Nagaraj: I understand your concern. 04:39 PM IST Kapil Sharma: hi 04:39 PM IST Nagaraj: Could you please help me with the IMEI number of the product so that I'll forward it to the concerned team and request them to provide the invoice with the IMEI number? 04:40 PM IST Kapil Sharma: [protected] [protected] 04:40 PM IST Nagaraj: Thanks for providing. May I know for which product you are referring ? 04:41 PM IST Nagaraj: Redmi 2 (White) 04:41 PM IST Kapil Sharma: Xiaomi Redmi2 yup 04:41 PM IST Nagaraj: Thanks for confirming. 04:43 PM IST Nagaraj: I have forward the request to the concerned team and request them to provide the invoice with the IMEI number. They'll get back to you with the update within 24 hours. 04:43 PM IST Kapil Sharma: how long it will take 04:44 PM IST Nagaraj: They'll get back to you with the update within 24 hours. So, I suggest you to wait for some time. 04:44 PM IST Kapil Sharma: as my phone is not working 04:44 PM IST Nagaraj: I'm sure you'll get the invoice at the earliest. 04:44 PM IST Kapil Sharma: on my email ID or on my address? 04:44 PM IST Nagaraj: I understand your concern. I'll request our team to provide the invoice at the earliest on highest priority. 04:45 PM IST Nagaraj: You'll get the invoice via email. 04:45 PM IST Kapil Sharma: ok thanks 04:45 PM IST Nagaraj: You're welcome. Thanks for your patience and understanding. Is that all you need help with today? 04:45 PM IST Kapil Sharma: thnx a lot 04:46 PM IST Nagaraj: You're most welcome. Thank you for contacting Amazon. We hope to see you again soon. Have a nice day! Bye!! To close this window, please click the "end chat" link. 30th July 2015 Here's a copy of the chat transcript you requested: Initial Question: i purchased redmi2 white from amazon. i have requested for invoice serial number yesterday kindly help 06:45 PM IST Amazon: Welcome to Amazon Customer service. This is Hemanth. I'll be glad to help you. May I have your order number please? 06:45 PM IST Kapil Sharma:[protected] 06:45 PM IST Amazon: Thanks for the order number. Are you able to wait a few moments while I research this for you? 06:46 PM IST Kapil Sharma: sure 06:46 PM IST Amazon: Thank you. Thanks for waiting. 06:47 PM IST Amazon: I've checked and see that the invoice details has been forwarded to the concerned team, and you can expect the new invoice within 24-48 hours from Yesterday. So, you can expect the new generated invoice within end of tomorrow. Please don't worry. I request you to wait till end of tomorrow. 06:47 PM IST Kapil Sharma: actually my phone is not working 06:48 PM IST Amazon: Okay. You can use this invoice to claim warranty for the product, Kapil. 06:48 PM IST Kapil Sharma: they are not accepting without serial number invoice 06:48 PM IST Amazon: Once the invoice is sent to you, you can directly contact the manufacturer so that the manufacturer will help you with your issue. 06:49 PM IST Amazon: So, we'll help you with your invoice along with the serial number so that you can claim the warranty using this invoice copy. Okay Kapil. 06:49 PM IST Kapil Sharma: yes 06:50 PM IST Amazon: So, you can expect this email within end of tomorrow. Will that be fine? 06:50 PM IST Kapil Sharma: hope so 06:50 PM IST Amazon: Is there anything else I can do for you today? 06:50 PM IST Kapil Sharma: no thanks 06:50 PM IST Amazon: Thank you for contacting Amazon. We hope to see you again soon. Bye! Take care!! To close this window, please click the "end chat" link. 05 August 2015 Here's a copy of the chat transcript you requested: Initial Question:[protected] order number i have requested for invoice with serial number long time back?? i was supposed to receive the same yesterday anyhow, but i didn't may i know the status 09:34 AM IST Amazon: Hello Kapil, My name is Zahoor, I will surely help you with the concern. 09:35 AM IST Amazon: I am sorry you haven't received the invoice yet, please allow me two minutes i will check it for you.. 09:35 AM IST Kapil Sharma: ok 09:38 AM IST Amazon: Thank you for you patience Kapil. 09:39 AM IST Amazon: May i know when you have sent us serial number of this product? 09:40 AM IST Kapil Sharma: first time when i contacted he confirmed IMEI number your Executive 09:41 AM IST Amazon: I am sorry for the inconvenience caused to you by this.. 09:42 AM IST Amazon: You need to send the serial number of this product at "[protected]@amazon.in" Then our concern team will issue you new invoice along with stamp within 2-3 business days. 09:42 AM IST Kapil Sharma: wth 09:42 AM IST Amazon: Serial number of this product not IMEI number. 09:42 AM IST Kapil Sharma: u only said that i will get invoice 09:43 AM IST Kapil Sharma: u must have told me the same in starting that's not the way my phone is not working since 10 days 09:43 AM IST Amazon: I am really sorry for wrong information provided you. 09:44 AM IST Kapil Sharma: but yesterday also i contacted same he told me that i will get invoice today anytime now from where this mail is coming in picture stop playing blame game if your team is not working then why should i suffer??? this is very bad 09:45 AM IST Amazon: Please allow me tell first. 09:47 AM IST Amazon: If your phone is not working, you needn't worry you can contact your nearest service centre they will give you free service of it, you need show them the invoice of this.You needn't worry if you don't have invoice, i will send you a link, where you can print that again at your end, 09:48 AM IST Kapil Sharma: i went to service center they refused to take that phone without IMEI number on invoice they only told to contact AMazon in invoice what i have got NO IMEI number is mentioned 09:49 AM IST Kapil Sharma: i have taken print from here only 09:51 AM IST Amazon: Thank you for reconnecting. 09:51 AM IST Kapil Sharma: i went to service center they refused to take that phone without IMEI number on invoice they only told to contact AMazon in invoice what i have got NO IMEI number is mentioned i have taken print from here only 09:51 AM IST Amazon: Oh! i am sorry to hear that, please don't worry now, send us serial of this product along with IMEI number. 09:52 AM IST Amazon: And our concern team will issue you new invoice along with the stamp. 09:52 AM IST Kapil Sharma: how long?? you are supportive that is very good, but at the end of the day i am suffering 09:53 AM IST Kapil Sharma: because the invoice is on the way, not reached 09:54 AM IST Amazon: Please be assured they will definitely issue you that as soon as possible. Please send that, i will also send the request to our concern team to send it as soon as possible. 09:54 AM IST Kapil Sharma: when? 09:55 AM IST Kapil Sharma: yesterday too your executive said that he has already escalated the issue 09:56 AM IST Kapil Sharma: shall i need to do something? 09:57 AM IST Amazon: I completely understand your concern Kapil, i apologies for the inconvenience. As i can see they have provided you wrong information as they can't send you with the serial number of this product. 09:58 AM IST Kapil Sharma: but invoice must be with IMEI number because every invoice of phone is with IMEI number as i have seen many others 09:59 AM IST Kapil Sharma: i have got the same phone from snap deal & flipkart as well both have already given invoice with serial number but in amazon's case i am chasing like anything 10:00 AM IST Amazon: I understand your concern Kapil, i will forward this to our concern team as a feedback. 10:00 AM IST Kapil Sharma: *IMEI number can you tell me when i am gonna receive the invoice 10:01 AM IST Amazon: You will get the new invoice maximum within 2-3 business days once you send it. 10:02 AM IST Kapil Sharma: is there any escalation mechanism there in place // \?? 10:03 AM IST Amazon: Could you please elaborate it i didn't understand it clearly? 10:05 AM IST Kapil Sharma: like if one team is not working then we must escalate the matter to senoirs/superior???? 10:06 AM IST Amazon: Thank you for elaborating it.. 10:07 AM IST Amazon: Yes, we have concern team for it. And you can also send them e-mail regarding this at the same e-mail reply.. 10:09 AM IST Amazon: I hope we are still connected? 10:09 AM IST Kapil Sharma: very much connected tell me the email IDs 10:10 AM IST Amazon: Thank you. Sure.. "[protected]@amazon.in" 10:11 AM IST Amazon: This is e-mail id, you can send it at this e-mail reply.. 10:12 AM IST Kapil Sharma: see the conversation with your executive on my first attempt Hello, Here's a copy of the chat transcript you requested: Initial Question: I have ordered Redmi2 on April 10, 2015 That got some problem today But invoice i got for the same is without IMEI number of phone.and as per Customer Care of MI they need invoice with IMEI number printed on it kindly help 04:38 PM IST Nagaraj(Amazon): Hi Kapil. Welcome to Amazon. My name is Nagaraj. 04:39 PM IST Nagaraj: I understand your concern. 04:39 PM IST Kapil Sharma: hi 04:39 PM IST Nagaraj: Could you please help me with the IMEI number of the product so that I'll forward it to the concerned team and request them to provide the invoice with the IMEI number? 04:40 PM IST Kapil Sharma: [protected] [protected] 04:40 PM IST Nagaraj: Thanks for providing. May I know for which product you are referring ? 04:41 PM IST Nagaraj: Redmi 2 (White) 04:41 PM IST Kapil Sharma: Xiaomi Redmi2 yup 04:41 PM IST Nagaraj: Thanks for confirming. 04:43 PM IST Nagaraj: I have forward the request to the concerned team and request them to provide the invoice with the IMEI number. They'll get back to you with the update within 24 hours. 04:43 PM IST Kapil Sharma: how long it will take 04:44 PM IST Nagaraj: They'll get back to you with the update within 24 hours. So, I suggest you to wait for some time. 04:44 PM IST Kapil Sharma: as my phone is not working 04:44 PM IST Nagaraj: I'm sure you'll get the invoice at the earliest. 04:44 PM IST Kapil Sharma: on my email ID or on my address? 04:44 PM IST Nagaraj: I understand your concern. I'll request our team to provide the invoice at the earliest on highest priority. 04:45 PM IST Nagaraj: You'll get the invoice via email. 04:45 PM IST Kapil Sharma: ok thanks 04:45 PM IST Nagaraj: You're welcome. Thanks for your patience and understanding. Is that all you need help with today? 04:45 PM IST Kapil Sharma: thnx a lot 04:46 PM IST Nagaraj: You're most welcome. Thank you for contacting Amazon. We hope to see you again soon. Have a nice day! Bye!! To close this window, please click the "end chat" link. 10:16 AM IST Amazon: Oh! i am really sorry for the for the wrong information. You needn't worry i will also escalate this issue to our concern this information. 10:17 AM IST Amazon: And i will request them to look into the matter and take some necessarry actions against the agent why he had provided the wrong information to customer. 10:17 AM IST Kapil Sharma: what about the executive who attended me second time & third time 10:18 AM IST Kapil Sharma: no one has asked me to do so only you on fourth attempt asked me to send a mail as per my understanding this is not Agent's mistake it is general practice 10:19 AM IST Amazon: Okay, don't worry if you wish i will directly connects with our concern team.? 10:19 AM IST Kapil Sharma: sure so that for me 10:19 AM IST Amazon: Sure, Please stay online.. 10:32 AM IST Supriya(Amazon): Good Morning Kapil 10:32 AM IST Kapil Sharma: gm 10:32 AM IST Supriya: My Name is supriya and I am part of the Leadership team 10:32 AM IST Kapil Sharma: hello Supriya 10:32 AM IST Supriya: Kapil, I can see that you have contacted us many times for IMEI number on Invoice 10:33 AM IST Supriya: please confirm Am I on the same issue 10:33 AM IST Kapil Sharma: yup u r on right track 10:34 AM IST Supriya: I am firstly sorry that since 29th July you are struggling with this 10:34 AM IST Kapil Sharma: :-( 10:35 AM IST Supriya: Kapil I can see that the agents has raised your concern but as you have yet got teh resolution the** stay with me so that I fix this for you right away 10:35 AM IST Kapil Sharma: m here only since 29th no option available 10:36 AM IST Supriya: Kapil IMEI number is only given on request by seller TVS Electronics Limited on invoice I know you must be feeling bad due to delay 10:37 AM IST Supriya: Kapil May I Request you to confirm me the address- HBS Automation M-41, Second Floor, Sriniwaspuri Near Lajpat Nagar Flyover New Delhi, DELHI 110065 India 10:37 AM IST Kapil Sharma: yes address is right 10:37 AM IST Supriya: and may I know registered Email address? 10:37 AM IST Kapil Sharma: [protected]@gmail.com 10:38 AM IST Supriya: thank you I just work on your invoice and you will get the Invoice with IMEI number on your registered Email address Kapil can you look at your mobile and let me know the IMEI number to speed up the process 10:39 AM IST Kapil Sharma: [protected] [protected] it is there in chat 10:39 AM IST Supriya: Great Thank you Sir, I assure you that you wont have to contact us again for the same issue 10:40 AM IST Supriya: you will get Invoice on your registered Email address 10:40 AM IST Kapil Sharma: that's great but when i will receive the same 10:40 AM IST Supriya: just 24- 48 hours request given to billing team with the IMEI number 10:41 AM IST Supriya: Kapil I know asking to wait again will be trouble but 10:41 AM IST Kapil Sharma: means 9-10 days to get the invoice 10:41 AM IST Supriya: No 10:42 AM IST Kapil Sharma: starting from 29th 10:42 AM IST Supriya: you will get invoice on registered email address and you can straight away take a print out 10:43 AM IST Supriya: I hope this resolve the issue 10:44 AM IST Kapil Sharma: till i get invoice 10:44 AM IST Supriya: kapil it will take 24-48 hours and you will able to get the print out This will resolve your trouble 10:45 AM IST Kapil Sharma: so i can say that there is some issue with understanding of your agent because they himself don't know the process 10:45 AM IST Supriya: Kapil, they have limited rights 10:45 AM IST Kapil Sharma: how can they guide customers 10:45 AM IST Supriya: I am sorry if this caused a trouble 10:46 AM IST Supriya: kapil, I apologies for all the inconvenience caused to you 10:46 AM IST Kapil Sharma: see the conversation with your executive on my first attempt Hello, Here's a copy of the chat transcript you requested: Initial Question: I have ordered Redmi2 on April 10, 2015 That got some problem today But invoice i got for the same is without IMEI number of phone.and as per Customer Care of MI they need invoice with IMEI number printed on it kindly help 04:38 PM IST Nagaraj(Amazon): Hi Kapil. Welcome to Amazon. My name is Nagaraj. 04:39 PM IST Nagaraj: I understand your concern. 04:39 PM IST Kapil Sharma: hi 04:39 PM IST Nagaraj: Could you please help me with the IMEI number of the product so that I'll forward it to the concerned team and request them to provide the invoice with the IMEI number? 04:40 PM IST Kapil Sharma: [protected] [protected] 04:40 PM IST Nagaraj: Thanks for providing. May I know for which product you are referring ? 04:41 PM IST Nagaraj: Redmi 2 (White) 04:41 PM IST Kapil Sharma: Xiaomi Redmi2 yup 04:41 PM IST Nagaraj: Thanks for confirming. 04:43 PM IST Nagaraj: I have forward the request to the concerned team and request them to provide the invoice with the IMEI number. They'll get back to you with the update within 24 hours. 04:43 PM IST Kapil Sharma: how long it will take 04:44 PM IST Nagaraj: They'll get back to you with the update within 24 hours. So, I suggest you to wait for some time. 04:44 PM IST Kapil Sharma: as my phone is not working 04:44 PM IST Nagaraj: I'm sure you'll get the invoice at the earliest. 04:44 PM IST Kapil Sharma: on my email ID or on my address? 04:44 PM IST Nagaraj: I understand your concern. I'll request our team to provide the invoice at the earliest on highest priority. 04:45 PM IST Nagaraj: You'll get the invoice via email. 04:45 PM IST Kapil Sharma: ok thanks 04:45 PM IST Nagaraj: You're welcome. Thanks for your patience and understanding. Is that all you need help with today? 04:45 PM IST Kapil Sharma: thnx a lot 04:46 PM IST Nagaraj: You're most welcome. Thank you for contacting Amazon. We hope to see you again soon. Have a nice day! Bye!! To close this window, please click the "end chat" link. 10:47 AM IST Kapil Sharma: nothing came from your side, i am only the one who is chasing... 10:47 AM IST Supriya: yes I have already check this 10:50 AM IST Kapil Sharma: k as i can see i have got nothing except to wait. 10:50 AM IST Supriya: kapil please dont feel so 10:51 AM IST Kapil Sharma: That was my mistake to buy anything from amazon so i should suffer 10:51 AM IST Supriya: I assure you that I will track this for you and within next 24-48 hours you will get the details on the Registered email address Sir, Please accept my apology for the trouble this caused you. 10:52 AM IST Kapil Sharma: if you can see from my record i am frequent buyer from Amazon, but you have made me to think for alternates 10:53 AM IST Supriya: Sir We never want our customers to feel so 10:54 AM IST Kapil Sharma: nobody wants so but action speaks 10:54 AM IST Supriya: I accept 10:54 AM IST Kapil Sharma: k i will wait as i gotta go now 10:54 AM IST Supriya: I also understand the trouble you are facing sure 10:55 AM IST Supriya: i wont take more of yoru time your** Is there anything else I can help for you with? 07 August 2015 Hello, Here's a copy of the chat transcript you requested: Initial Question:[protected] order number i was supposed to get invoice with IMEI number on it 11:26 AM IST Amazon: Good Morning 11:26 AM IST Kapil Sharma: gm 11:26 AM IST Amazon: Hello, my name is Lalitha. I'll be glad to help you. 11:27 AM IST Amazon: I understand your concern that you need invoice with IMEI number. Please give me a moment. Let me check that for you. 11:28 AM IST Amazon: Hi again! I am sorry we were disconnected. I can pick up where we left off. 11:29 AM IST Kapil Sharma: i was supposed to get the invoice 11:29 AM IST Amazon: Yes I understand that. Can you please provide the IMEI number? 11:30 AM IST Kapil Sharma: [protected] [protected] 11:31 AM IST Amazon: Do you need invoice for both the orders? Redmi orders? 11:31 AM IST Kapil Sharma: these are of same mobile yes i need for other also 11:32 AM IST Kapil Sharma: but send 11:33 AM IST Amazon: Can you please provide your order number along with the IMEI number? 11:33 AM IST Kapil Sharma:[protected] [protected] [protected] 11:34 AM IST Amazon: Okay Thanks for providing. To help you, I will forward this to our concern team to send an invoice including IMEI number. 11:35 AM IST Kapil Sharma: hello???? is there some problem with amazon everytime u are saying i am forwarding 11:36 AM IST Kapil Sharma: cant u check that request is already there since 29th juky july* 11:36 AM IST Amazon: Please stay on hold. Let me check. 11:41 AM IST Amazon: Thanks for your patience. I have checked and see that you have already requested for the same. I am sorry for the inconvenience caused to you. 11:42 AM IST Kapil Sharma: sorry wont work now it is too late just give me invoice 11:42 AM IST Amazon: Surely, I will forward this to our concern team to send that. You can expect it within 24-48 hours. 11:42 AM IST Kapil Sharma: listen from july 29th onwards 11:43 AM IST Kapil Sharma: i have heard this line You can expect it within 24-48 hours. 4 times what u want me to do here is chat transcript of 5th Aug Hello, Here's a copy of the chat transcript you requested: Initial Question:[protected] order number i have requested for invoice with serial number long time back?? i was supposed to receive the same yesterday anyhow, but i didn't may i know the status 09:34 AM IST Amazon: Hello Kapil, My name is Zahoor, I will surely help you with the concern. 09:35 AM IST Amazon: I am sorry you haven't received the invoice yet, please allow me two minutes i will check it for you.. 09:35 AM IST Kapil Sharma: ok 09:38 AM IST Amazon: Thank you for you patience Kapil. 09:39 AM IST Amazon: May i know when you have sent us serial number of this product? 09:40 AM IST Kapil Sharma: first time when i contacted he confirmed IMEI number your Executive 09:41 AM IST Amazon: I am sorry for the inconvenience caused to you by this.. 09:42 AM IST Amazon: You need to send the serial number of this product at "[protected]@amazon.in" Then our concern team will issue you new invoice along with stamp within 2-3 business days. 09:42 AM IST Kapil Sharma: wth 09:42 AM IST Amazon: Serial number of this product not IMEI number. 09:42 AM IST Kapil Sharma: u only said that i will get invoice 09:43 AM IST Kapil Sharma: u must have told me the same in starting that's not the way my phone is not working since 10 days 09:43 AM IST Amazon: I am really sorry for wrong information provided you. 09:44 AM IST Kapil Sharma: but yesterday also i contacted same he told me that i will get invoice today anytime now from where this mail is coming in picture stop playing blame game if your team is not working then why should i suffer??? this is very bad 09:45 AM IST Amazon: Please allow me tell first. 09:47 AM IST Amazon: If your phone is not working, you needn't worry you can contact your nearest service centre they will give you free service of it, you need show them the invoice of this.You needn't worry if you don't have invoice, i will send you a link, where you can print that again at your end, 09:48 AM IST Kapil Sharma: i went to service center they refused to take that phone without IMEI number on invoice they only told to contact AMazon in invoice what i have got NO IMEI number is mentioned 09:49 AM IST Kapil Sharma: i have taken print from here only 09:51 AM IST Amazon: Thank you for reconnecting. 09:51 AM IST Kapil Sharma: i went to service center they refused to take that phone without IMEI number on invoice they only told to contact AMazon in invoice what i have got NO IMEI number is mentioned i have taken print from here only 09:51 AM IST Amazon: Oh! i am sorry to hear that, please don't worry now, send us serial of this product along with IMEI number. 09:52 AM IST Amazon: And our concern team will issue you new invoice along with the stamp. 09:52 AM IST Kapil Sharma: how long?? you are supportive that is very good, but at the end of the day i am suffering 09:53 AM IST Kapil Sharma: because the invoice is on the way, not reached 09:54 AM IST Amazon: Please be assured they will definitely issue you that as soon as possible. Please send that, i will also send the request to our concern team to send it as soon as possible. 09:54 AM IST Kapil Sharma: when? 09:55 AM IST Kapil Sharma: yesterday too your executive said that he has already escalated the issue 09:56 AM IST Kapil Sharma: shall i need to do something? 09:57 AM IST Amazon: I completely understand your concern Kapil, i apologies for the inconvenience. As i can see they have provided you wrong information as they can't send you with the serial number of this product. 09:58 AM IST Kapil Sharma: but invoice must be with IMEI number because every invoice of phone is with IMEI number as i have seen many others 09:59 AM IST Kapil Sharma: i have got the same phone from snap deal & flipkart as well both have already given invoice with serial number but in amazon's case i am chasing like anything 10:00 AM IST Amazon: I understand your concern Kapil, i will forward this to our concern team as a feedback. 10:00 AM IST Kapil Sharma: *IMEI number can you tell me when i am gonna receive the invoice 10:01 AM IST Amazon: You will get the new invoice maximum within 2-3 business days once you send it. 10:02 AM IST Kapil Sharma: is there any escalation mechanism there in place // \?? 10:03 AM IST Amazon: Could you please elaborate it i didn't understand it clearly? 10:05 AM IST Kapil Sharma: like if one team is not working then we must escalate the matter to senoirs/superior???? 10:06 AM IST Amazon: Thank you for elaborating it.. 10:07 AM IST Amazon: Yes, we have concern team for it. And you can also send them e-mail regarding this at the same e-mail reply.. 10:09 AM IST Amazon: I hope we are still connected? 10:09 AM IST Kapil Sharma: very much connected tell me the email IDs 10:10 AM IST Amazon: Thank you. Sure.. "[protected]@amazon.in" 10:11 AM IST Amazon: This is e-mail id, you can send it at this e-mail reply.. 10:12 AM IST Kapil Sharma: see the conversation with your executive on my first attempt Hello, Here's a copy of the chat transcript you requested: Initial Question: I have ordered Redmi2 on April 10, 2015 That got some problem today But invoice i got for the same is without IMEI number of phone.and as per Customer Care of MI they need invoice with IMEI number printed on it kindly help 04:38 PM IST Nagaraj(Amazon): Hi Kapil. Welcome to Amazon. My name is Nagaraj. 04:39 PM IST Nagaraj: I understand your concern. 04:39 PM IST Kapil Sharma: hi 04:39 PM IST Nagaraj: Could you please help me with the IMEI number of the product so that I'll forward it to the concerned team and request them to provide the invoice with the IMEI number? 04:40 PM IST Kapil Sharma: [protected] [protected] 04:40 PM IST Nagaraj: Thanks for providing. May I know for which product you are referring ? 04:41 PM IST Nagaraj: Redmi 2 (White) 04:41 PM IST Kapil Sharma: Xiaomi Redmi2 yup 04:41 PM IST Nagaraj: Thanks for confirming. 04:43 PM IST Nagaraj: I have forward the request to the concerned team and request them to provide the invoice with the IMEI number. They'll get back to you with the update within 24 hours. 04:43 PM IST Kapil Sharma: how long it will take 04:44 PM IST Nagaraj: They'll get back to you with the update within 24 hours. So, I suggest you to wait for some time. 04:44 PM IST Kapil Sharma: as my phone is not working 04:44 PM IST Nagaraj: I'm sure you'll get the invoice at the earliest. 04:44 PM IST Kapil Sharma: on my email ID or on my address? 04:44 PM IST Nagaraj: I understand your concern. I'll request our team to provide the invoice at the earliest on highest priority. 04:45 PM IST Nagaraj: You'll get the invoice via email. 04:45 PM IST Kapil Sharma: ok thanks 04:45 PM IST Nagaraj: You're welcome. Thanks for your patience and understanding. Is that all you need help with today? 04:45 PM IST Kapil Sharma: thnx a lot 04:46 PM IST Nagaraj: You're most welcome. Thank you for contacting Amazon. We hope to see you again soon. Have a nice day! Bye!! To close this window, please click the "end chat" link. 10:16 AM IST Amazon: Oh! i am really sorry for the for the wrong information. You needn't worry i will also escalate this issue to our concern this information. 10:17 AM IST Amazon: And i will request them to look into the matter and take some necessarry actions against the agent why he had provided the wrong information to customer. 10:17 AM IST Kapil Sharma: what about the executive who attended me second time & third time 10:18 AM IST Kapil Sharma: no one has asked me to do so only you on fourth attempt asked me to send a mail as per my understanding this is not Agent's mistake it is general practice 10:19 AM IST Amazon: Okay, don't worry if you wish i will directly connects with our concern team.? 10:19 AM IST Kapil Sharma: sure so that for me 10:19 AM IST Amazon: Sure, Please stay online.. 10:32 AM IST Supriya(Amazon): Good Morning Kapil 10:32 AM IST Kapil Sharma: gm 10:32 AM IST Supriya: My Name is supriya and I am part of the Leadership team 10:32 AM IST Kapil Sharma: hello Supriya 10:32 AM IST Supriya: Kapil, I can see that you have contacted us many times for IMEI number on Invoice 10:33 AM IST Supriya: please confirm Am I on the same issue 10:33 AM IST Kapil Sharma: yup u r on right track 10:34 AM IST Supriya: I am firstly sorry that since 29th July you are struggling with this 10:34 AM IST Kapil Sharma: :-( 10:35 AM IST Supriya: Kapil I can see that the agents has raised your concern but as you have yet got teh resolution the** stay with me so that I fix this for you right away 10:35 AM IST Kapil Sharma: m here only since 29th no option available 10:36 AM IST Supriya: Kapil IMEI number is only given on request by seller TVS Electronics Limited on invoice I know you must be feeling bad due to delay 10:37 AM IST Supriya: Kapil May I Request you to confirm me the address- HBS Automation M-41, Second Floor, Sriniwaspuri Near Lajpat Nagar Flyover New Delhi, DELHI 110065 India 10:37 AM IST Kapil Sharma: yes address is right 10:37 AM IST Supriya: and may I know registered Email address? 10:37 AM IST Kapil Sharma: [protected]@gmail.com 10:38 AM IST Supriya: thank you I just work on your invoice and you will get the Invoice with IMEI number on your registered Email address Kapil can you look at your mobile and let me know the IMEI number to speed up the process 10:39 AM IST Kapil Sharma: [protected] [protected] it is there in chat 10:39 AM IST Supriya: Great Thank you Sir, I assure you that you wont have to contact us again for the same issue 10:40 AM IST Supriya: you will get Invoice on your registered Email address 10:40 AM IST Kapil Sharma: that's great but when i will receive the same 10:40 AM IST Supriya: just 24- 48 hours request given to billing team with the IMEI number 10:41 AM IST Supriya: Kapil I know asking to wait again will be trouble but 10:41 AM IST Kapil Sharma: means 9-10 days to get the invoice 10:41 AM IST Supriya: No 10:42 AM IST Kapil Sharma: starting from 29th 10:42 AM IST Supriya: you will get invoice on registered email address and you can straight away take a print out 10:43 AM IST Supriya: I hope this resolve the issue 10:44 AM IST Kapil Sharma: till i get invoice 10:44 AM IST Supriya: kapil it will take 24-48 hours and you will able to get the print out This will resolve your trouble 10:45 AM IST Kapil Sharma: so i can say that there is some issue with understanding of your agent because they himself don't know the process 10:45 AM IST Supriya: Kapil, they have limited rights 10:45 AM IST Kapil Sharma: how can they guide customers 10:45 AM IST Supriya: I am sorry if this caused a trouble 10:46 AM IST Supriya: kapil, I apologies for all the inconvenience caused to you 10:46 AM IST Kapil Sharma: see the conversation with your executive on my first attempt Hello, Here's a copy of the chat transcript you requested: Initial Question: I have ordered Redmi2 on April 10, 2015 That got some problem today But invoice i got for the same is without IMEI number of phone.and as per Customer Care of MI they need invoice with IMEI number printed on it kindly help 04:38 PM IST Nagaraj(Amazon): Hi Kapil. Welcome to Amazon. My name is Nagaraj. 04:39 PM IST Nagaraj: I understand your concern. 04:39 PM IST Kapil Sharma: hi 04:39 PM IST Nagaraj: Could you please help me with the IMEI number of the product so that I'll forward it to the concerned team and request them to provide the invoice with the IMEI number? 04:40 PM IST Kapil Sharma: [protected] [protected] 04:40 PM IST Nagaraj: Thanks for providing. May I know for which product you are referring ? 04:41 PM IST Nagaraj: Redmi 2 (White) 04:41 PM IST Kapil Sharma: Xiaomi Redmi2 yup 04:41 PM IST Nagaraj: Thanks for confirming. 04:43 PM IST Nagaraj: I have forward the request to the concerned team and request them to provide the invoice with the IMEI number. They'll get back to you with the update within 24 hours. 04:43 PM IST Kapil Sharma: how long it will take 04:44 PM IST Nagaraj: They'll get back to you with the update within 24 hours. So, I suggest you to wait for some time. 04:44 PM IST Kapil Sharma: as my phone is not working 04:44 PM IST Nagaraj: I'm sure you'll get the invoice at the earliest. 04:44 PM IST Kapil Sharma: on my email ID or on my address? 04:44 PM IST Nagaraj: I understand your concern. I'll request our team to provide the invoice at the earliest on highest priority. 04:45 PM IST Nagaraj: You'll get the invoice via email. 04:45 PM IST Kapil Sharma: ok thanks 04:45 PM IST Nagaraj: You're welcome. Thanks for your patience and understanding. Is that all you need help with today? 04:45 PM IST Kapil Sharma: thnx a lot 04:46 PM IST Nagaraj: You're most welcome. Thank you for contacting Amazon. We hope to see you again soon. Have a nice day! Bye!! To close this window, please click the "end chat" link. 10:47 AM IST Kapil Sharma: nothing came from your side, i am only the one who is chasing... 10:47 AM IST Supriya: yes I have already check this 10:50 AM IST Kapil Sharma: k as i can see i have got nothing except to wait. 10:50 AM IST Supriya: kapil please dont feel so 10:51 AM IST Kapil Sharma: That was my mistake to buy anything from amazon so i should suffer 10:51 AM IST Supriya: I assure you that I will track this for you and within next 24-48 hours you will get the details on the Registered email address Sir, Please accept my apology for the trouble this caused you. 10:52 AM IST Kapil Sharma: if you can see from my record i am frequent buyer from Amazon, but you have made me to think for alternates 10:53 AM IST Supriya: Sir We never want our customers to feel so 10:54 AM IST Kapil Sharma: nobody wants so but action speaks 10:54 AM IST Supriya: I accept 10:54 AM IST Kapil Sharma: k i will wait as i gotta go now 10:54 AM IST Supriya: I also understand the trouble you are facing sure 10:55 AM IST Supriya: i wont take more of yoru time your** Is there anything else I can help for you with? 11:43 AM IST Amazon: Yes, I understand that. 11:44 AM IST Kapil Sharma: if you would have understood then you have worked on it ("you" stands for amazon) 11:45 AM IST Amazon: Sure, I cannot send an invoice with IMEI number. To help you, I will forward the details which you have provided to our concern team to send that. 11:47 AM IST Kapil Sharma: madam it means everyone at amazon is doing the same thind thing* just forward the request please connect me with the concern team 11:48 AM IST Amazon: Do you want me to connect to my supervisor? 11:48 AM IST Kapil Sharma: sure lmc if he can do this last time also supervisor came into picture as u can see from chat 11:49 AM IST Amazon: Yes, I see that. 11:50 AM IST Amazon: I have consulted with my supervisor and I can confirm you that he already escalated this issue to the concerned department to send the invoice to you at the earliest. 11:51 AM IST Kapil Sharma: same line is there in above chat 11:52 AM IST Amazon: I request you to be patient. Surely it will be resolved this time. 11:52 AM IST Kapil Sharma: shall i laugh!!!:):) Ms. Supriya also said that 11:54 AM IST Amazon: since it is already escalated, I request you to wait for 24-48 hours for the invoice. 11:54 AM IST Kapil Sharma: is there any department/person who thinks that customer is suffering??? 11:55 AM IST Kapil Sharma: phone is not working since 20 days now and i cant get it repaired because i dont have invoice please connect me with some serious person who can help 11:55 AM IST Amazon: Please stay on hold. Let me connect. 11:56 AM IST Amazon: Let me transfer this chat. 11:56 AM IST Kapil Sharma: k 11:58 AM IST Siddharth(Amazon): Hello, my name is Siddharth, I am from the Amazon Customer Care Service Leadership Team. 12:00 PM IST Siddharth: I hope we are still connected. 12:00 PM IST Kapil Sharma: hello kindly go through concern 12:00 PM IST Siddharth: Please give me a moment while I check your previous conversation Thanks for being on hold. 12:02 PM IST Siddharth: I checked into your previous conversation and I can see that you didn't received the invoice yet. To help you in this issue, I already escalated this issue to the concerned department to send the invoice soon. To help you further, I will also followup with this issue till you receive the invoice, 12:03 PM IST Kapil Sharma: if you know supriya from your team, she has said the same thing and asked me to wait for 48 hours max 12:04 PM IST Kapil Sharma: now as per your statement i think i need to wait for 48 hours max again and then, when i wont receive the invoice i should connect to customer care to repeat the cycle 12:06 PM IST Kapil Sharma: is this some kind of joke???????/// 12:07 PM IST Siddharth: I am sorry, I didn't know the agent named Supriya. But we escalated previously once you requested to us. One of our aims at Amazon.in is to provide a convenient and efficient service; in this case, we haven't met that standard. I'm truly sorry for the disappoint you faced in this issue. We certainly didn't expect this happen to a available customer like you. I am the floor supervisor and I can able to escalate this issue in the highest priority. I request you to be patient for 24 hours. I will make sure to send the invoice on that time period. 12:08 PM IST Kapil Sharma: mistakes are bound to hapepen but as per my understanding as of now with you guys this is in your practice 12:09 PM IST Kapil Sharma: to make customer moving round and round i am contacting 5th time now no one is still dont know what to do 12:10 PM IST Kapil Sharma: I appreciate your effort Mr. Siddharth 12:11 PM IST Siddharth: Yes, I can completely understand your concern. Surely, it will disappoint and frustrate, if I was in your situation. In addition to our large selection, one of the benefits we try very hard to offer our customers is convenience. I'm very sorry for the inconvenience you experienced in this case. I request you to give me 24 more hours. I will makes sure to send the invoice for your order. 12:12 PM IST Kapil Sharma: i guess i have no option except waiting this time?????????? :( :( :( 12:15 PM IST Siddharth: Yes Kapil, I request you to wait for 24 hours. IF you need the invoice without IMEI number, I can directly send to you right now. Since it needs to include the IMEI, we have to escalate this to concerned department. As mentioned earlier, I will escalate this issue in the highest priority from my side and make sure to send that within 24 hours. 12:16 PM IST Kapil Sharma: what should i do if your commitment fails 12:17 PM IST Kapil Sharma: k i gotta go now lmc what happens this time but this is leaving a very bad impression Mail to Amazon Dear Team, I have purchased Redmi 2 (White) with order number[protected] on April 8, 2015. S/N: 9911/[protected]G IMEI Numbers: [protected], [protected] on July 19, 2015 phone stopped working. I visited MI service center with the invoice you provided me. Service center team refused to take the phone under repair as there was no IMEI number mentioned on Invoice. Then i contacted your customer care on July 29, 2015 & told them the same thing, he confirmed the IMEI number of phone from me & Said that i will get invoice with serial number in maximum 48 hours. When i didn't get the invoice i again contacted tour customer care on 30th he said i will get the invoice with serial number in maximum 24 hours. But when i didn't get the same till Aug 4, 2015, i contacted again customer care again on Aug 4, 2015 at this time he said i will get the invoice today anytime anyhow. I still didn't get the invoice, i contacted today again your team, this time your executive said that you didn't send mail with serial number of phone. I was in shock, that after 7 days instead of sending invoice they are asking to send the email. Your executive told that when i will send the mail, i will get invoice within 2-3 days. I have contacted 4 time to customer service, no one has asked to do so, everyone said that i will get the invoice surely. Please let me know is this the way to handle the customer. As my phone is not working since last 20 days and i am unable to get the same repaired because i don't have invoice. I do have purchased the same phone from Flipkart & Snapdeal as well, they provided the invoice with IMEI number, but in Amazon's case i think i am gonna suffer a lot. Because firstly i didn't get the invoice with IMEI number and secondly no one is clear about the process of getting the invoice with IMEI number from Amazon. Someone is saying that you will get the invoice & other is saying without email i am not going to receive email . Kindly look into the matter & guide me when & how i will receive INVOICE with IMEI number. Regards Kapil Sharma +91 [protected]